Upheld: unfair charges for vehicle damage and missing items on lease return complaint against Mercedes-Benz Financial Services UK Limited
Financial Ombudsman decision DRN-6295163 of 2026-04-29T00:00:00+00:00. unfair charges for vehicle damage and missing items on lease return complaint against Mercedes-Benz Financial Services UK Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6295163 |
|---|---|
| Decision date | 2026-04-29T00:00:00+00:00 |
| Firm | Mercedes-Benz Financial Services UK Limited |
| Product | vehicle lease/hire agreement |
| Claim type | unfair charges for vehicle damage and missing items on lease return |
| Outcome | Upheld |
| Remedy | Remove charges for missing compressor and tyre sealant from invoice. If Mr K has already paid these charges, refund them with 8% simple interest from date of payment to date of settlement. |
Summary
Mr K complained that MBFS unfairly charged him for damage and missing items when his leased car was collected. The car was inspected after collection on 18 July 2025, and Mr K received conflicting inspection reports, one showing no damage and another listing damage and missing items. The ombudsman found that MBFS fairly applied damage charges in accordance with BVRLA industry guidelines. However, the ombudsman upheld the complaint regarding charges for a missing compressor and tyre sealant, as MBFS could not provide evidence that these items were originally supplied with the car. MBFS was ordered to remove these charges and refund them with interest if already paid.
The Ombudsman's reasoning
The ombudsman found that MBFS fairly applied damage charges in accordance with BVRLA industry guidelines, as the inspection occurred within days of collection making it unlikely damage occurred between collection and inspection. However, regarding missing items, the ombudsman determined that neither party could evidence whether the compressor and tyre sealant were present at the point of collection. Since MBFS could not provide a delivery note or evidence confirming these items were originally supplied with the car, it was unreasonable for MBFS to charge for them as missing items. The ombudsman accepted MBFS's offer to remove the compressor charge and extended this reasoning to the tyre sealant charge.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Mercedes-Benz Financial Services UK Limited, all decisions | 1,150 | 34% |
Source
Read the original decision on the Financial Ombudsman Service website